When a Chatbot Disappoints You: Expectancy Violation in Human-Chatbot Interaction in a Social Support Context
Communication Research, Ahead of Print. Although users’ expectations of a chatbot’s performance could greatly shape their interaction experience, they have been underexplored in the context of social support where chatbots are gaining popularity. A 2 ×… Continue reading When a Chatbot Disappoints You: Expectancy Violation in Human-Chatbot Interaction in a Social Support Context